Refund policy
We take pride in designing and manufacturing high-quality products built for real-world use. If something isn't right, we'll work with you to resolve it quickly and fairly.
This policy operates alongside your rights under Australian Consumer Law (ACL), which cannot be excluded or limited.
Change of Mind Returns
We do not accept change of mind returns.
Return Authorisation Required
Returns sent without prior approval may be refused or returned to the sender at the sender's expense.
To request a return, please contact us with:
- Your order number
- Product details
- Reason for return
- Photos if the item is damaged or faulty
Items That Cannot Be Returned
For hygiene, safety and manufacturing reasons, we cannot accept returns for:
- Custom-made or made-to-order products.
- Products modified or altered after purchase.
- Clearance, run-out or final sale items unless required by Australian Consumer Law.
- Products that have been installed, used or damaged after delivery.
- Electrical components that have been installed or modified unless confirmed faulty.
Damaged or Incorrect Orders
Please inspect your order upon arrival.
If your order arrives damaged, incomplete or incorrect, you must notify us within 7 days of delivery.
Please include clear photographs of:
- The product.
- The packaging.
- The shipping label.
- Any visible damage.
This allows us to lodge claims with the freight carrier where required.
Faulty Products
If you believe your product is faulty, please contact us before returning it.
We may ask you to:
- Provide photographs or video.
- Perform basic troubleshooting.
- Supply additional information to help diagnose the issue.
Many issues can be resolved without returning the product.
If inspection confirms a manufacturing fault, we will provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include repair, replacement or refund.
Return Condition
Returned products must be packaged appropriately to prevent damage during transit.
Any damage that occurs because of inadequate packaging may reduce or void any refund entitlement.
If a returned item arrives used, damaged, incomplete or not in its original condition, Low Slow Mod Co. reserves the right to:
- Refuse the return.
- Deduct reasonable costs to restore the item to saleable condition.
- Apply a restocking fee where permitted by law.
Restocking Fee
Approved returns may incur a 20% restocking fee where repackaging, inspection or processing is required.
No restocking fee applies where a product is confirmed to be faulty or where required under Australian Consumer Law.
Return Shipping
Customers are responsible for ensuring returned goods arrive safely.
We strongly recommend using a tracked and insured shipping service.
Low Slow Mod Co. cannot accept responsibility for items lost or damaged during return transit.
Refund Timeframes
Once your return has been received and inspected, refunds are generally processed within 5 business days.
Your financial institution may require additional time for the funds to appear in your account.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Fraud Prevention
To protect our customers and business, Low Slow Mod Co. reserves the right to decline returns, refunds or replacements where we reasonably believe:
- False, misleading or fraudulent information has been provided.
- Products have been intentionally damaged or misused.
- The item returned is not the original item supplied.
- The return does not comply with this policy or Australian Consumer Law.
We may record serial numbers, batch numbers, manufacturing identifiers and product photographs before dispatch to verify returned goods.
Contact Us
To request a return or warranty assessment, please contact our customer service team and include your order number together with a description of the issue.
We aim to respond to all return requests within one business day.